# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right Incident Management solution for you? Explore 689 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (689) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated April 15th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews NO Nathalie O Scrum Master ITNon-Profit Organization Management, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code.“ February 13, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature.“ March 12, 2026 Praphul Kumar P Tech lead sr System AdminInsurance, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution.“ March 17, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved“ March 12, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity“ February 19, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around.“ February 19, 2026 BC Brendan C Senior Solutions EngineerAutomotive, 51 - 200 employeesUsed the software for: 1-2 years. “There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution.“ January 15, 2026 MD Mark D Director of OperationsInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. “ January 21, 2026 ## Showing most helpful reviews Showing 1-25 of 689 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Anida P. Graphic designer Retail Used the software for: 1-2 years ### "Efficient Ticket Management with Room for Creative Collaboration Improvements" March 19, 2026 5.0 Overall, my experience with has been positive. It helps maintain organization and ensures that no request is missed. As a graphic designer, it supports structured communication, although some improvements in creative collaboration features would make it even more effective. Pros provides a clear and organized way to manage incoming requests. I especially like how tickets are structured, making it easy to track design tasks, communicate with requesters, and prioritize work efficiently. The interface is intuitive, which helps streamline my daily workflow as a graphic designer. Cons Sometimes the system can feel a bit rigid when handling creative requests, especially when more flexibility or visual context is needed. It would be helpful if there were better options for previewing design assets or collaborating visually within tickets. Review Source DV David V. Customer Supoort Manager Information Services Used the software for: 1-2 years ### "Outstanding Tickets management tool" March 12, 2026 5.0 After working more than a year with the overall experience has been amazing, it's a tool that can be deployed to work within the organization and also outside to manage internal an external tickets. Pros It's a tool easy to work with, deploy and customize, manage tickets became an easy task and the time spent filling fields was reduced. Cons The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Freshservice it was cheaper and easier to work with and at the same time, this tool works better with our ticketing management Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) It was very limited and difficult to reach a high maturity grade of service management because it was more likely intended to other projects and not what we were looking for Review Source JO Jaylen O. HR Retail Used the software for: I used a free trial ### "Thought out layout but too expensive " February 20, 2025 3.0 It was significant other than the overall price. It made us completely take it off of the possible software uses for us. Pros Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most. Cons The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them. Review Source JC Josh C. Help Desk and System Admin Restaurants Used the software for: 1-2 years ### "Freshservice is worth a look into" January 15, 2026 4.0 Over all for the price its at it is worth looking into and doing a demo. I have been very impressed with new feature rollouts as well. Pros The ease of use. Was super easy to get set up and the support is excellent. We have loved the asset management system being able to tie it to tickets a purchase orders, that's been a big help when accounting asks where assets went. It has also streamlined our onboarding process. Cons There are some minor ui issues, and running reports can be a hassle to get the data you are looking for. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice The price and built in asset management system Review Source MO Mark O. Head of Managed Services Information Technology and Services Used the software for: 1-2 years ### "The best ITSM tool in all the areas that matter." March 16, 2026 5.0 Overall it is the best ITSM tool I have ever used. It is the best combination of price, ease of use and extensibility. Pros Ease of use reduces operational cost, and increases ROI on CSI and automation initiatives. Integrations are simple to implement. Very responsive support team! Cons Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either). Out of the box integrations not as braod as some competitors. The available licensing is not as flexible as other tools. Access permissions (e.g., what parts of the system you can administer) are not granular (e.g., need to be admin to do simple things like add Vendor). Base-level CMDB functionality could be better - especially for software. Alternatives considered [HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Ease of use/configuration. Halo was actually our first choice but quickly became too complex for a basic implementation. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Ivanti no longer met our needs - expensive, complex and was not keeping pace with modern features. Review Source NA Noushad A. IT Infrastructure Network Manager Food Production Used the software for: 2+ years ### "Reliable Ticketing System for Multiple Department Service Management" March 15, 2026 5.0 We have been using for around three years as our internal ticketing system. It helped us organize service requests and improve communication between departments. Previously requests were coming through emails and calls, but now everything is tracked properly with tickets and SLAs. Overall it has been a reliable tool for managing support requests and improving response time. Pros The ticketing system is easy to use and helps us manage requests from different departments in one place. We are using it mainly for IT support, but also for maintenance and legal requests. It helps us track issues, assign tasks to the right team, and monitor the status until closure. Automation rules and notifications also help reduce manual followup Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) We switched because provides a more user-friendly interface, better automation features, and improved workflow management for handling service requests across multiple departments. Review Source RC Ruben C. Systems Engineer Marketing and Advertising Used the software for: 2+ years ### "FreshSerice" April 14, 2026 4.0 I was an admin for , it's ITIL foundation makes it straight forward to use if you're familiar with ITIL. With that said reporting is not too good out of the box, and creating custom reports can be a challenge. Pros ITIL foundation, onboarding workflows, and asset management were a breeze to use and not much effort required. Cons Reporting is complicated and the out of the box reports aren't very good. Other than the reporting the tool is pretty good. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Reason for choosing Freshservice pricing and product offers met our business requirements Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) due to budget reasons and service now complexity Review Source SS Shubham S. Sr. Network Engineer Information Technology and Services Used the software for: 6-12 months ### "Good support tool for handling day-to-day IT and network issues" April 4, 2026 5.0 In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. Review Source MB Maki B. Local HR Health, Wellness and Fitness Used the software for: 2+ years ### "Mature ITSM Platform with Strong Operational Efficiency and Usability" March 29, 2026 5.0 Overall, is a mature and reliable ITSM solution that delivers strong operational value. It is particularly effective for organizations seeking a balance between ease of use and functional depth, though it has room to evolve in analytics and enterprise-grade flexibility. Pros With over a decade in ITSM, I appreciate ’s balance between usability and capability. The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows. It drives measurable efficiency gains and supports effective team collaboration through clear ownership and internal communication. Integrations, particularly within the Microsoft ecosystem, are straightforward and enable cohesive, centralized operations. Cons From a more advanced perspective, the platform shows limitations in reporting depth and customization. Complex workflow configurations can become unintuitive and require workarounds. Support responsiveness is inconsistent for higher-complexity cases. Additionally, occasional UI glitches and integration dependencies on higher-tier plans can impact overall scalability. Review Source DF Deste F. IT HelpDesk Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities" March 29, 2026 4.0 Overall, is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. Pros offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. Review Source MP Mili P. Data Analyst-DBA Education Management Used the software for: 1-2 years ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" February 23, 2026 4.0 verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. Pros What I like most about is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. Cons It would be beneficial if could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Clean UI and Simplified workflows. Strong automation. Better customer support Review Source JM Jorge M. IT COORDINATOR Health, Wellness and Fitness Used the software for: 6-12 months ### "A powerful and user friendly tool that simplifies user support" January 15, 2026 5.0 My overall experience with has been very positive. Even while I am still learning the platform, it already feels like a powerful and reliable tool that helps me deliver better service to my users. It has clearly improved how support requests are handled and has made IT service management more structured and efficient. Pros What I like most about is how much it simplifies day-to-day user support. The interface is clean and easy to use, which has helped me quickly adapt while continuing to learn the platform. Ticket management, automation, and the self-service portal make it much easier to stay organized and provide faster, more consistent support to users. Cons I am still learning all the features, and some advanced capabilities especially AI powered tools are limited to higher-tier plans. I would love to see AI included in lower plans so teams can fully experience the potential has to offer and better understand its value early on. Review Source CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. Review Source LB Lucas B. IT Service Desk Analyst Financial Services Used the software for: 6-12 months ### "Simple, Reliable, and Easy to Use" February 19, 2026 4.0 My overall experience with has been very positive—it strikes a great balance between being powerful enough for complex ITSM needs and simple enough that teams can adopt it quickly. The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with. Pros ’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity Cons The thing I liked least about is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform. Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around. Review Source ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering Information Technology and Services Used the software for: 1-2 years ### "User-Friendly ITSM Solution with ease Automation" March 24, 2026 4.0 Overall, my experience with has been very positive. It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations. The platform is reliable, easy to use, and has supported our growing requirements effectively. Pros User-friendly interface, strong automation for ticketing and SLAs, and excellent asset management/CMDB capabilities. Cons Customization can be somewhat limited for complex workflows and reporting needs. Some advanced features require additional configuration, and pricing is on the higher side as you scale Review Source RV Rahul V. Sr. Manager Information Services Used the software for: Less than 6 months ### "Clean and practical solution for ITSM" March 29, 2026 4.0 My overall experience has been great. It helps keep support requests organized and improves response time. The system is reliable for managing incidents and service requests, and it reduces confusion compared to handling things manually. Once everything is set up properly, it becomes easier to manage workloads and track progress. It has definitely helped improve our internal support process. Pros makes it easy to manage day-to-day IT support without much complexity. The interface is simple and doesn’t take long to get used to. Ticket handling is smooth, and features like automation and SLA tracking help reduce manual follow-ups. It also gives a clear view of ongoing issues, which helps the team stay organized. Overall, it works well for handling support operations in a structured way. Cons One thing I noticed is that some advanced features take time to configure properly, especially when setting up workflows or reports. It’s not difficult, but it needs some initial effort. Also, pricing can feel a bit higher when compared to similar tools, depending on the plan you choose. Review Source JM Jean-Yves M. IT Manager Building Materials Used the software for: 2+ years ### "Good experience with Fresh" January 26, 2026 5.0 Esay to implement end to expand. It is not only an IT tool, it is rather easy to put in some key user hands. Pros is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance department, ...) Cons Perhaps the licencing model is a bit complicated, and could be a difficulty if you want to extend your number of people in charge of ticketing management Review Source TK Tejan K. Sr IT Infra Executive Information Technology and Services Used the software for: 2+ years ### "Excellent tool to use helpdesk and ticketing tool purpose " April 17, 2026 5.0 Overall experience is very good but services is more complicated to non technical person we suggest to freshserve team please check the portal for user friendly for non technical person if you are tech person this product is good for you. Pros We Used in our company the product is team collaboration and we manage easly ticket management and we costimiz the roles and flow it will very help and good services we giving customer support to clients and clients are also happy to use ticket system Cons as per the comparative the product services are more expensive to others and more ticketing portal is now complicated to use but it is usefull for client. Review Source MS Mike S. Sr. Application Analyst Maritime Used the software for: 2+ years ### "FreshService Veteran" January 20, 2026 5.0 I use Fresh Service on a daily basis at work. All activity that I perform is tracked through the tool allowing team members and management to know and understand my progress. Even when I'm away from the office anyone can jump in on a ticket that I'm working on. Pros Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle Cons The grid display focus is on the project name, I would like to see a more dynamic view of the grid where it can be customized to my needs Review Source BR Biannel R. Analista VP Tecnologia Food & Beverages Used the software for: 1-2 years ### "Freshservice is the best !!!" March 16, 2026 5.0 My overall experience with has been extremely positive. It's a robust and reliable platform that has efficiently centralized our IT operations. What I value most is how it combines powerful automation with a user-friendly interface, resulting in much faster incident resolution and a more organized team. Pros What stands out most about is its intuitive and modern interface, which greatly simplifies ticket management without technical complications. It's a powerful yet surprisingly easy-to-use tool, allowing you to improve team productivity from day one. Cons What I liked least is that, due to its wide variety of functions and customization options, the initial learning curve can be a bit steep. However, once set up, the system works exceptionally well. Review Source GB Grzegorz B. IT Support Lead Logistics and Supply Chain Used the software for: 2+ years ### "Strong Core ITSM with Easy Adoption" January 21, 2026 5.0 Overall, was a reliable and user-friendly ITSM platform. It covered core service management needs well, was easy to adopt, and helped streamline ticket handling and automation, though more advanced customization and reporting had some limitations. Pros Intuitive, user-friendly interface with a short learning curve. Strong ticketing and workflow automation, good SLA management, and solid reporting. The self-service portal and knowledge base were easy for users to adopt. Cons Reporting and analytics were somewhat limited without customization. Advanced workflows and configurations could become complex, and some features required higher-tier plans to unlock full value. Review Source CY Chandresh Y. AVP-IT Financial Services Used the software for: 1-2 years ### "Freshservice Stand Out - AI-Powered Service Desk." March 12, 2026 5.0 It empowers IT teams to be more efficient without drowning them in complexity a rare combination in ITSM platforms. Pros The most impressive aspect of is its ability to combine enterprise-grade IT service management with simplicity—offering automation, AI-powered assistance, and a clean interface that reduces complexity while improving efficiency. Cons The least appealing aspect of is that many of its advanced AI-powered features (like Freddy AI automation) are locked behind higher-tier enterprise plans, making them inaccessible to smaller organizations. Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks. Review Source GP Gabriel P. It service manager Financial Services Used the software for: 2+ years ### "Great tool not so great service" June 22, 2025 5.0 The tool is great and am really happy with it, what i would reccomend is more AI features that actually work and be more productive. Pros Its integrations and automations made our team more eficient. Also the approvals part was a good selling point to jump to in a point. Cons Their service and success managers have a lot to improve. After being a client for years they are not open to negotiating license costs. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Approvals, automations and API integrations Review Source AM Akash M. IT Manager Furniture Used the software for: 2+ years ### "Best for IT ticketing " April 10, 2026 4.0 Overall me and my team has very good feedback . With fresh service we are handling tickets very efficiently. Pros Easy in use also amezing features alo whenever we require help support is allways available.easyly track tickets and reports Cons I am looking for the More AI features also cost also little higher. Also sometime it goes slow to get report emails. Review Source MA Mohammed A. Operation Executive Information Technology and Services Used the software for: 6-12 months ### "“A Modern, Intuitive ITSM Platform with Powerful Automation”" March 17, 2026 5.0 delivers ITIL‑aligned processes with a modern, cloud-first approach, making deployment easier than with legacy ITSM tools. Pros 1\. Extremely easy to use — both for agents and admins 2. Powerful workflow automation that reduces manual work 3. Modern, cloud‑based ITIL‑aligned platform Cons What I liked least about is that some workflows and integrations can feel rigid, and advanced reporting sometimes requires extra effort to get right. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.